Refund policy
Returns & Refund Policy
Return Window
We accept returns within 14 days of the date your order is delivered (unless otherwise stated during promotional periods or seasonal events).
Return Eligibility
To be eligible for a return or exchange, items must meet the following conditions:
Items must be unused and in the same condition you received them
Items must not be worn, washed, altered, or damaged
Items must not have any marks, stains, or odours
The original swing tag must remain attached
If returned items do not meet these conditions, the return will not be accepted and the item will be sent back to you.
Return Process
Once your return has been received and inspected, we will notify you by email to confirm receipt. We will also inform you whether your return has been approved or rejected.
If your return is approved, your refund will be processed and applied to your original payment method.
To initiate a return, please contact us at:
info@nuevoonline.uk
Return Shipping
Customers are responsible for the cost of returning items. We strongly recommend keeping your proof of postage, as we cannot accept responsibility for items that are lost or damaged while being returned to us
Full-price items may be returned within 14 days of delivery, provided they meet the return eligibility requirements listed above.
Sale and promotional items include events such as:
Bank Holiday Sales
Spring Sale
Black Friday
Boxing Day
New Year's Day
Valentine’s Promotions
Summer Sale
Flash Sales
Please note that full refunds cannot be provided on sale items. However, we do allow exchanges for an alternative size, colour, or product, provided the item meets our return eligibility conditions.
To arrange an exchange, please contact info@nuevoonline.uk within 14 days of receiving your order.
Socks are non-returnable due to hygiene reasons.
Free Shipping
Orders that qualify for free UK shipping (spend over £x) will have the original shipping cost deducted from the refund if the order is later returned and the order value falls below the free shipping threshold.
Return shipping costs remain the customer’s responsibility.
If your order qualifies for free gift and you return your order without including the promotional socks, the cost of the product will be deducted from your refund to cover the cost of the promotional item.
Pre-order items are ordered specifically for the customer. For this reason, pre-orders cannot be cancelled or amended once placed.
By placing an order with Nuevo, customers acknowledge that they have reviewed and accepted our returns policy prior to purchase.